Dealing with Delayed Responses to Corrective Action Request

Duration 60 Mins
Level Intermediate
Webinar ID IQW19I0927

  • Systemic versus individual outlier symptoms
  • Typical systemic causes
  • Potential solutions for each systemic cause
  • 8 responses for individual/outlier situations 
  • Assumptions behind each of the 8 responses
  • Cautions for those responses
  • Dealing with the frustration

Overview of the webinar

If you’ve ever issued a CAR (corrective action request) you know what it’s like. You sort of silently hope (pray?) that the individual to whom you sent it will give it the respect it deserves.Why wouldn’t they, given that it is an indication that there are deficiencies in organizational processes that will negatively impact customers, cost, throughput, employee satisfaction, etc. 

Of course we all know that in many organizations this is wishful thinking. CARS are often treated as a hot potato, with people either touching it briefly (which means a shallow and/or meaningless response), or worse yet, they evidently don’t touch it at all since there is no response. 

So how should one respond when there are significant delays in responding? Well that depends on how often it happens, whether it is individual-specific, or whether it’s systemic.This webinar will identify solutions to six potential systemic reasons as well as eight different responses for when it’s an individual issue. It will also discuss some of the issues these responses might raise and how to deal with them. 


Who should attend?

  • Corrective Action Coordinators
  • Quality Managers
  • Safety Managers
  • Environmental System Managers
  • Audit Program Managers
  • Nonconformity Reporting Managers

Why should you attend?

The corrective action process is one of the more important components of a management system, whether it’s for quality, safety, environmental management, IT service management, etc. While well defined processes are the obvious expectation, unpredicted or inadequately controlled variances unfortunately create failures that are often detected too late to prevent their impact on customers, products, equipment and/or people. 

But a good corrective action process will effectively identify the underlying organizational weaknesses and put solutions in place to prevent recurrence.  But a good corrective action process requires timely and meaningful root cause analysis and solution implementation, which often fails to occur. 

This webinar is about the delays that often occur and how the organization (initiated by the coordinator of the corrective action process) can respond.It looks at the problem from a cause-solution perspective and considers whether it’s an outlier or a systemic issue in deciding the response. 

Faculty - Mr.Duke Okes

Duke is a knowledge architect specializing in quality management. He has been in private practice since 1985 working with organizations in the U.S., Aruba, Bermuda, Canada, England, India, Jamaica, Mexico, Netherlands, South Korea and Wales. He was formerly a quality professional in TRW’s automotive sector.

He has been elected Fellow of the American Society for Quality and is certified by ASQ as a manager of quality/organizational excellence, quality engineer and quality auditor.  He has taught review courses for ASQ’s CMQ/OE, CQA, CQT andCQIA certifications, and is the developer and primary instructor for the Root Cause Analysis and Measuring Organizational/Process Performance courses offered by ASQ’s Learning Institute.

Duke holds undergraduate degrees in technology and business, a masters degree in adult education, and has completed doctoral coursework in applied management and decision sciences. He has served as an adjunct university faculty member teaching statistics and management research. He is also a graduate of the international program in the Gestalt approach to organization and system development.

He is the author of three books, Root Cause Analysis: The Core of Problem Solving and Corrective Action and Performance Metrics: The Levers for Process Management, and Musings on Internal Quality Audits: Having a Greater Impact, co-editor of The Certified Quality Manager Handbook (2nd ed.), and has written numerous articles for publications such as Quality Progress, Quality World, Business Improvement Journal, APICS-The Performance Advantage, Manufacturing Engineering, The Auditor, and Quality Management Forum.

He is a frequent speaker for professional and trade audiences at the local, regional, national and international levels, including AEM, AISC, APICS, ASQ, ASTD, AITP, AOQ, IIA, IIE, IMA, ISM, NAHQ, NAPM, NCSLI, PMI, SHRM and SME. He conducts public seminars for a variety of professional societies, training organizations and universities, and has served as a examiner for the Tennessee Performance Excellence award. He has also worked as a volunteer SCORE counselor to small business.

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